BUSO25 #151-175

Every businessperson will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written

The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and fairly, and

Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news?

One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by

To convey empathy and sensitivity when delivering bad news, you should

Receivers are far more likely to accept negative news when you show that the decision was

Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?

You will use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook the bad news, when directness is preferred, and when

Which of the following bad-news messages should be organized using the direct strategy?

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

Although you may worry about using the indirect strategy to communicate had news, one benefit it has is

Which of these patterns is typical for bad-news messages presented in the indirect strategy?

Which statement best demonstrates the use of positive wording?

All of the following are effective techniques for softening bad news except

You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?

Your employer may ask you to respond to customer complaints appearing on Twitter, Facebook, or complaint websites.

Only business executives and managers must deliver bad news.

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that matter was treated seriously and fairly.

When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best case, accept the bad news.

When irate customers sound threatening and overstate their claims, as a business representative, you should respond by indicating that the customer and his or her claim are irrational.

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news.

When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more likely to accept the negative news.

All bad-news messages should be presented using the indirect strategy

The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the indirect strategy.

To write an effective, calming bad-news message to an unhappy customer, you may need to include a misleading statement or slightly deceptive claim.